Description
Standard Service Level 2021/2022
Solid Waste Removal
Premise based removal (Residential Frequency) WEEKLY
Premise based removal (Business Frequency) UP TO 7 TIMES PER WEEK (AS PER REQUEST)
Bulk Removal (Frequency) NO
Removal Bags provided(Yes/No) NO
Garden refuse removal Included (Yes/No) YES (1 bag)
Street Cleaning Frequency in CBD DAILY
Street Cleaning Frequency in areas excluding CBD DAILY ON ROTATIONAL BASIS
How soon are public areas cleaned after events (24hours/48hours/longer) WITHIN 24 HRS Clearing of illegal dumping (24hours/48hours/longer) 48 HOURS (from notification)
Recycling or environmentally friendly practices(Yes/No)
Recycling - Yes in Gansbaai and Stanford / no not by municipality for Hermanus and Kleinmond until new MRF constructed, however smaller private recyclers operating on
small scale in the areas.
Licenced landfill site(Yes/No) Yes
Water Service
Water Quality rating (Blue/Green/Brown/N0 drop) Programme discontinued by DWS
Is free water available to all? (All/only to the indigent consumers) Indigent Consumers only
Frequency of meter reading? (per month, per year) Monthly
Are estimated consumption calculated on actual consumption over (two
month's/three month's/longer period) N/A
On average for how long does the municipality use estimates before reverting
back to actual readings? (months) N/A
Duration (hours) before availability of water is restored in cases of service interruption (complete the sub questions)
One service connection affected (number of hours) 4.00
Up to 5 service connection affected (number of hours) 4.00
Up to 20 service connection affected (number of hours) 8.00
Feeder pipe larger than 800mm (number of hours) N/A
What is the average minimum water flow in your municipality? Min 2.4 Bar pressure Do you practice any environmental or scarce resource protection activities as
part of your operations? (Yes/No) Yes. Groundwater Monitoring Programs
How long does it take to replace faulty water meters? (days) 5 days
Do you have a cathodic protection system in place that is operational at this
stage? (Yes/No) No
Electricity Service
What is your electricity availability percentage on average per month?
98,78% (Eskom Loadshedding included) 99.7% (Eskom Loadshedding excluded)
Do your municipality have a ripple control in place that is operational? (Yes/No) YES How much do you estimate is the cost saving in utilizing the ripple control
system? R 1 477 732.00 p/a
What is the frequency of meters being read? (per month, per year) PER MONTH Are estimated consumption calculated at consumption over (two month's/three
month's/longer period) N/A
On average for how long does the municipality use estimates before reverting
back to actual readings? (months) N/A
Duration before availability of electricity is restored in cases of breakages
(immediately/one day/two days/longer) IMMEDIATE
Are accounts normally calculated on actual readings? (Yes/no) YES
Do you practice any environmental or scarce resource protection activities as
part of your operations? (Yes/No) NO
How long does it take to replace faulty meters? (days) 1
Province: Municipality(WC032) - Schedule of Service Delivery Standards
1
Description
Standard Service Level 2021/2022
Do you have a plan to prevent illegal connections and prevention of electricity
theft? (Yes/No) YES
How effective is the action plan in curbing line losses? (Good/Bad) GOOD
How soon does the municipality provide a quotation to a customer upon a
written request? (days) 7
How long does the municipality takes to provide electricity service where
existing infrastructure can be used? (working days) 5
How long does the municipality takes to provide electricity service for low
voltage users where network extension is not required? (working days) 5 How long does the municipality takes to provide electricity service for high
voltage users where network extension is not required? (working days) 21
Sewerage Service
Are your purification system effective enough to put water back in to the system after purification?
YES, effective to put water back into water resources in accordance with license conditions.
To what extent do you subsidize your indigent consumers? Basic charge plus 4,2kl or tanker service How long does it take to restore sewerage breakages on average
Severe overflow? (hours) 6.00
Sewer blocked pipes: Large pipes? (Hours) 6.00
Sewer blocked pipes: Small pipes? (Hours) 8.00
Spillage clean-up? (hours) 8.00
Replacement of manhole covers? (Hours) 4.00
Road Infrastructure Services
Time taken to repair a single pothole on a major road? (Hours) 24.00
Time taken to repair a single pothole on a minor road? (Hours) 72.00
Time taken to repair a road following an open trench service crossing? (Hours) 72.00
Time taken to repair walkways? (Hours) 72.00
Property valuations
How long does it take on average from completion to the first account being
issued? (one month/three months or longer) 3 months
Do you have any special rating properties? (Yes/No) yes
Financial Management
Is there any change in the situation of unauthorised and wasteful expenditure
over time? (Decrease/Increase) Decrease
Are the financial statement outsources? (Yes/No) No
Are there Council adopted business process tsructuing the flow and
managemet of documentation feeding to Trial Balalnce? Standard Operating Procedures How long does it take for an Tax/Invoice to be paid from the date it has been
received? 30 days
Is there advance planning from SCM unit linking all departmental plans quaterly and annualy including for the next two to three years procurement
plans? Yes
Administration
Reaction time on enquiries and requests? 1 to 10
Time to respond to a verbal customer enquiry or request? (working days) 1 to 10 Time to respond to a written customer enquiry or request? (working days) 10
Time to resolve a customer enquiry or request? (working days) 10
What percentage of calls are not answered? (5%,10% or more) 1
How long does it take to respond to voice mails? (hours) N/A
Does the municipality have control over locked enquiries? (Yes/No) yes
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Description
Standard Service Level 2021/2022
Is there a reduction in the number of complaints or not? (Yes/No) no
How long does in take to open an account to a new customer? (1 day/ 2 days/
a week or longer) 1 day
How many times does SCM Unit, CFO's Unit and Technical unit sit to review and resolve SCM process delays other than normal monthly management
meetings? Weekly progress reports
Community safety and licensing services
How long does it take to register a vehicle? (minutes) 30min
How long does it take to renew a vehicle license? (minutes) 10min
How long does it take to issue a duplicate registration certificate vehicle?
(minutes) 72hours
How long does it take to de-register a vehicle? (minutes) 10min
How long does it take to renew a drivers license? (minutes) 30min
What is the average reaction time of the fire service to an incident? (minutes) 4.25 min What is the average reaction time of the ambulance service to an incident in
the urban area? (minutes) 15 min urban
What is the average reaction time of the ambulance service to an incident in
the rural area? (minutes) 40 min urban
Economic development
How many economic development projects does the municipality drive? 7
How many economic development programme are deemed to be catalytic in
creating an enabling environment to unlock key economic growth projects? 4 What percentage of the projects have created sustainable job security? 50 Does the municipality have any incentive plans in place to create an conducive
environment for economic development? (Yes/No) No
Other Service delivery and communication
Is a information package handed to the new customer? (Yes/No) Yes - available on www.overstrand.gov.za Does the municipality have training or information sessions to inform the
community? (Yes/No) Yes
Are customers treated in a professional and humanly manner? (Yes/No) Yes
